Who handles hotel cancellations - the hotel or the booking platform?
The hotel sets the cancellation policy; the booking platform enforces it and processes the refund. On trip1, refunds return via CoinGate to your wallet.
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The split responsibility
Hotels and booking platforms split the cancellation workflow:
- Hotel: sets the policy, decides whether to grant goodwill exceptions, releases the room.
- Booking platform: displays the policy at checkout, processes your cancellation request, refunds your payment.
Where to start when you need help
Always contact the booking platform first - they have your payment and they coordinate with the hotel on your behalf. On trip1, that means emailing support with your booking reference. If the hotel needs to grant a goodwill exception, trip1 makes that request to the property.
When to talk to the hotel directly
Direct contact with the property still helps for: letting them know you'll arrive late, requesting room preferences, asking for goodwill they then communicate back to the booking platform. They can't refund your trip1 booking directly.
Who handles hotel cancellations - FAQ
Cancel through the site you booked with, because that is where your payment sits. On trip1, use the "Manage booking" link in your confirmation email or email trip1 support with your booking reference. The hotel cannot refund a trip1 booking directly, though it is still worth calling them about a late arrival or a goodwill request.
The booking platform. The hotel sets the cancellation policy and decides on any goodwill exceptions, but the platform processes your cancellation and returns your payment. On trip1, refunds are sent through CoinGate back to your wallet within 24 to 48 hours of the cancellation.
Yes, if you cancel after the deadline in the rate's cancellation policy, or if the rate is non-refundable. The hotel sets those terms, so the charge can range from nothing to the full amount. Before paying, check the cancellation policy shown on the rate; on trip1 it also appears in your booking confirmation.
Yes, as long as you cancel before the free cancellation deadline. After that deadline, the hotel's penalty applies and you may get part or none of your money back. On trip1, a qualifying cancellation is refunded through CoinGate to the wallet you paid from, usually within 24 to 48 hours.
Start with the booking platform, not the hotel, since the platform holds your payment and talks to the property for you. On trip1, email support with your booking reference and any documents that explain your situation. trip1 asks the hotel for a goodwill exception, but the final decision is the hotel's.